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Genesys voice portal whitepaper


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Genesys voice portal

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Genesys voice portal whitepaper

  1. 1. Genesys Voice Portal A G E N E S Y S W H I T E PA P E R Discover the Power of Voice Table of Contents Executive Summary 1. Genesys Voice Portal Features 1. Genesys Voice Portal Architecture 2. Key Components Overview 2. Voice Communications Server 2. Voice Portal Manager 3. Genesys Studio 4. Communication Between the Web Server and Genesys Voice Portal 4. Automated Speech Recognition 5. Text-to-Speech 5. Integration with the Genesys Product Suite 5. Configuration Management Environment 5. Genesys I-Server 5. Integration Features 6. Standards Supported 7. Application Development 7. Development Language 7. Developer Tools 7. Application Deployment 8. Administrative Tools 8. Voice Portal Manager 8. Voice Communications Server 8. Genesys Voice Portal Configurations 8. Single Voice Communications Server 8. Multiple Voice Communications Servers 8. …Servers with Dedicated Voice Portal Manager 9. Network Deployment Options 9. In Front Of the Switch 9. Behind the Switch 9. Reliability 9. Off-the-Shelf Hardware 10. Recommended hardware 10. Required Software 10. Recommended third party software 10.
  2. 2. Genesys Voice Portal Discover the Power of Voice EXECUTIVE SUMMARY Genesys Voice Portal (GVP) is a software product that delivers next generation voice processing to meet sophisticated call routing and voice self-service needs. GVP improves the value proposition of traditional IVR systems with lowered costs and improved time to market for speech-directed voice applications, a standards-based VoiceXML development environment, more personalized and dynamic customer interactions, and an integrated approach to self-service, intelligent routing and agentassisted service. GVP enables phone access to web-based content, facilitates consistent communications between voice and web support channels, eliminates redundant expenditures in disparate infrastructures, and delivers operational cost savings over proprietary IVR solutions. The GVP architecture is modeled after the web, giving businesses the flexibility to separate their voice applications from the supporting telephony and speech resources. Voice applications can reside on a Web Server that is either remote or colocated with other GVP servers. Just like with web applications, the disaggregated GVP architecture ensures the quick implementation of moves, adds and changes, which are easily propagated throughout both local and remote voice resources. GVP allows a customer to grow their capacity by simply adding a standard telephony card enabled Windows 2000 server, loading the GVP software, and "telling" the new server which web server it should contact to access the application.This translates into faster and easier platform expansion, and simplified application maintenance. It’s just that simple. GVP utilizes VoiceXML to provide a unified development environment that allows businesses to repurpose web investments for voice, including application code, business rules and personalization software. Voice and web channels can share the same backend database integrations, facilitating a holistic view of the customer regardless of how they choose to interact with the business. Additionally, Genesys offers a GUI development tool for easy creation, testing and deployment of VoiceXML applications. GVP has three primary software components that can reside on a single physical server or on separate physical servers.They are: • Voice Communications Server (VCS) • Voice Portal Manager (VPM) • Genesys Studio The server(s) that host the Voice Communications Server software must also host voice cards to terminate calls. Additionally, Genesys I-Server is required to integrate GVP with the Genesys Framework. Advanced Speech Recognition (ASR) and Text-to-Speech are optional third party software components that would reside on the same server(s) as the VCS software. Tightly integrated into the Genesys product offering, GVP is uniquely positioned to provide a comprehensive interaction management solution that includes personalized voice self-service, automated speech recognition, universal queuing, intelligent customer segmentation, advanced call routing and CTI, as well as robust cradleto-grave reporting and easy-to-use administrative GUIs. GENESYS VOICE PORTAL FEATURES Like traditional IVR solutions GVP provides the core telephony features needed to support call handling for a voice application. However, GVP expands traditional IVR functionality with self-service capabilities that are tightly integrated with the Genesys product suite and a flexible, standards-based voice processing platform. Core telephony features • Call acceptance and processing via standard ISDN and robbed-bit signaling • Support for major PBXs (more added regularly) • ISDN or robbed-bit T1 or E1 trunks terminate on standard Dialogic boards (DM/VA series boards) for voice processing • Media services including the voice prompts, menus and data (DTMF or speech) collection • Call transfers with support for AT&T Transfer Connect,WorldCom Takeback and Transfer, and Sprint Agent Transfer as well as Call Bridging when GVP sits in front of the switch • Acceptance and processing of information delivered with a call from the PSTN including ANI, DNIS and CLID • Telephony ports providing the ability to send and receive calls. For example, a hardware platform supporting 23 simultaneous and discrete conversations would require 23 ports. GVP ports are universal in that they can terminate any call for any application. Supports approximately 46 ports ASR (2 T1/E1 spans), and 92-118 ports (4 T1/E1 spans) DTMF-only per server (your final port density will be determined by a number of factors). Advanced features • SpeechWorks OSR Automated Speech Recognition (ASR) • Nuance 8.0 (ASR) • SpeechWorks Speechify Text-to-Speech (TTS) • Advanced Call Control capabilities using TeleraXML extensions, providing capability beyond the current scope of VoiceXML • XML-based backend data capture • Intelligent call routing via integration with Genesys Universal Routing Server • Call parking, giving multi-site contact centers the ability to allow self-service and call queuing on the 1
  3. 3. Genesys Voice Portal Discover the Power of Voice GVP ahead of transferring or bridging the call to an agent , • Graphical User Interface (GUI) for the development of VoiceXML applications • Real-time monitoring and management, as well as historical reporting and analysis via integration with the Genesys Framework • Web-based GUI for configuration of system features and voice applications, as well as diagnostics and other administrative functions • Flexible deployment options including single site configuration or distributed configuration with centralized management GENESYS VOICE PORTAL ARCHITECTURE Key Components Overview The Genesys Voice Portal software product integrates with the Public Switched Telephone Network (PSTN) to deliver web-driven telephony services to callers. The GVP has three primary software components that can reside on a single server or be separated onto individual servers.They are: • Voice Communications Server (VCS) – VCS parses, interprets and executes the VoiceXML commands in the XML documents served by the voice application. The VCS also integrates with automated speech recognition (ASR) and text-to-speech (TTS) software. • Voice Portal Manager (VPM) – The Voice Portal Manager (VPM) is the component that is used to con figure the various components of the GVP. A webbased interface is used to administer GVP components. • Genesys Studio – Genesys Studio is a Windows-based GUI tool that can be used to build and test voice applications using a "drag and drop" paradigm. A standard Web Server (IIS, Apache, etc.) may be added to the GVP configuration as an optional fourth network component. In this configuration, the GVP voice applications would reside on the Web Server and be remotely configured and managed from the VPM.Web Servers connect directly to the GVP server via a corporate LAN or WAN. The voice application resident on the Web Server produces the VoiceXML that directs the VCS to play recorded greetings, prompts, and informational messages to the caller.The voice application also receives caller input via the VCS and plays customized responses. Each Web Sever can handle HTTP requests for approximately 400 voice ports. Primary and backup Web Servers are recommended. The fifth network component is Genesys I-Server. As mentioned earlier, I-Server helps GVP identify the correct voice application when a call arrives. It also orchestrates call transfers. The standard version of GVP enables web-driven voice applications using DTMF. Advanced Speech Recognition (ASR) via integration with Nuance and SpeechWorks and Text-to-Speech (TTS) via integration with SpeechWorks Speechify are optional integrated third party software components. Voice Communications Server The Voice Communications Server (VCS) software works with standard Dialogic boards to terminate and process voice calls that arrive on TDM circuits. When GVP is deployed in front of the switch, the Dialogic circuit boards connect to T1 & E1 lines that carry the voice calls. When GVP is behind the switch, the Dialogic circuit boards connect to the premises-based switch via a standard RJ-48 connector. The VCS communicates with the Dialogic boards, instructing actions such as playing prompts or listening for DTMF/speech input. Multiple VCS hosts can be deployed in a distributed fashion for high availability. The VCS includes voice browsers to interpret VoiceXML documents into call processing events. It integrates with other Genesys software components via the I-Server and optionally integrates with TTS and ASR engines. The VCS contains several processes that work together. Watchdog Watchdog is a centralized process that initiates the loading of information for all other processes. Watchdog is always the first process that starts on the VCS. It reads information from the GVP pop.ini file and provides the process with settings and initialization information. Network Management This process is responsible for interfacing with the SNMP subsystem. It fields SNMP MIB requests and generates traps for processing by a network management 2
  4. 4. Genesys Voice Portal Discover the Power of Voice system. It can also provide activity logging for information and debugging purposes.The network management process has a user interface component found in the Voice Portal Manager that displays statistics on the number of active ports and allows the manual stopping and restarting of VCS processes. Execution Engine. Dialogic Call Control The Dialogic Call Control processes the actual voice calls and manages the Dialogic telephony interfaces. Call Flow Assistant The Call Flow Assistant (CFA) initiates an outbound call request and communicates with the VPM to authorize instructions to the VCS.The CFA: • Provides assistance to every port in translating call control macros into elemental call control steps. • Provides two-way communication with Genesys I-Server. Dialogic Media Service Dialogic provided call management and media processing services used by the Telephony Manager. I-Server Client The I-Server Client communicates with the Genesys IServer on a remote host. Telephony Manager The Telephony Manager controls the physical voice processing media and communicates with the Dialogic Call Control and the Dialogic Media Service. Through the media's driver interface, the Telephony Manager may issue requests such as setting up and tearing down a call, playing a voice file, or bridging a call. The Telephony Manager executes call control commands from the Conversation Controller and Action Execution Engine. It also interfaces with the ASR APIs to process speech recognition requests to the ASR components and returns the recognition results to the Conversation Controller and Action Execution Engine. Text-To-Speech (TTS) API The TTS API communicates with a TTS resource server. It receives instructions and text strings from the Conversation Controller and Action Execution Engine. It then returns these execution results in a media file that is streamed out through the Dialogic Media Services API by the Telephony Manager. Conversation Controller and Action Execution Engine The Conversation Controller drives the conversation with the voice application. It creates a parsed stream of the commands, and using the appropriate APIs, executes the stream of commands. For standard voice processing, such as playing a voice file, it dispatches the play request to the Telephony Manager. If TTS is required, the request is dispatched to the TTS API by the Telephony Manager, which then plays the resulting TTS generated voice. Page Collector The Page Collector is a process that fetches the XML pages that need to be executed, determines the document format and passes the pages to the appropriate parser. TXML Parser The TXML Parser parses XML documents using the TeleraXML (TXML) tag set for specific call control and sends the interpreted telephony commands to the Conversation Controller and Action Execution Engine. VXML Parser The VXML Parser parses XML documents using the VoiceXML tag set and sends the interpreted telephony commands to the Conversation Controller and Action ASR API Provides access to grammar modules and the speech recognition engine for SpeechWorks, Nuance and other vendors. Voice Portal Manager The Voice Portal Manager (VPM) is used to configure the various components of the GVP. VPM offers a webbased interface for entering and changing information. The VPM can be either co-resident on the VCS or reside on its own separate server. The later is recommended when multiple VCS servers are deployed in the network. VCS Integration with VPM The VPM acts as a central repository for the configuration data of each VCS installed in the GVP network. During the installation, the VCS self registers with the VPM. Upon any restart of the VCS, the VCS configuration information is obtained from the information stored in the VPM.The VPM can manage a single or multiple VCSs in a GVP network solution.This enables the VPM to provide the ability to configure all VCSs in a GVP network solution with one simple graphical interface. The primary VCS configuration features of the VPM are: • Monitor VCS performance • Enable/disable VCS system logging • Manage grammar packages for ASR voice applications • Manage VCS system messages and traps (such as filtering) • Configure TTS servers (local or remote) • Configure ASR servers (local or remote) • Manage VCS system start/stop processes 3
  5. 5. Genesys Voice Portal Discover the Power of Voice • Manage TTS language types and voice types Voice Application Configuration Any voice application that is processed on the GVP must be configured in the VPM. Voice applications that are created using Genesys Studio are automatically registered in the VPM.Voice applications that are not created using Genesys Studio must be manually configured in the VPM.This is necessary because the VCS uses these application configurations during call treatment. In addition, the VPM configuration enables the VCS to correctly identify the desired voice application using the DNIS of the incoming call.The primary voice application configuration features of the VPM allow authorized administrators to: • Add, modify, and delete voice applications from GVP • Configure the voice application URL • Assign specific external telephone numbers to a voice application • Enable ASR capture (when ASR is enabled) • Configure a fail over voice application upon failure of primary voice application Diagnostics/Network Management VPM provides links to graphical interfaces that provide diagnostics and network management for all VCSs in the network.The diagnostics interface can be used to troubleshoot GVP problems. The network management interface provides information about each particular VCS. The diagnostic and network management features of the VPM allow authorized users to: • Start and stop VCS,TTS,ASR and Dialogic processes • Run diagnostic tests and view diagnostic logs • View summarized system configuration information for each VCS • View real-time VCS,TTS, and ASR system activity information (this does not include historical information) Genesys Studio As discussed in section 5, Genesys Studio is a GUI development tool that can be used to build and test voice applications. It is designed for beginners and programmers who are accustomed to Integrated Development Environments (IDEs). Genesys Studio allows applications to be generated in ASP or JSP and emits VoiceXML and Telera XML documents. Genesys Studio offers a series of palettes that include blocks which represent predetermined functionality in a call flow. These blocks can be dragged-and-dropped onto a canvas to quickly build a call flow that denotes the voice application. This speeds application development by freeing the developer from having to learn and write VoiceXML tags. Instead, developers can focus on application call flow. Genesys Studio works in conjunction with the VCS to enable developers to debug voice applications that are built using Genesys Studio or in native VoiceXML. Once a voice application is created in Genesys Studio and configured using VPM, it can be installed on a Web Server for access by a VCS. Genesys Studio provides a graphical interface for observing interactions between the VCS and the Web Server. The Genesys Studio software can be installed on a GVP server or on a separate Web Server. Communication Between the Web Server and Genesys Voice Portal Communication between the Web Server and GVP is analogous to the desktop web browser model. In a standard web-based application, servers issue instructions to desktop browsers using HTML.The browser responds by rendering a page on a computer display and establishing links to other pages on the Web.When the user clicks on a link, the browser issues a request to the designated URL, which results in another web page being fetched and rendered.When the page or its contents change the next fetch from any browser receives the updated page. Requests and information exchange on the GVP are handled in a similar fashion, but the markup language is VoiceXML instead of HTML. The VCS has a VoiceXML-enabled web client that fetches pages from Web Servers.Voice applications are generally developed in Active Server Pages (ASPs) or Java Server Pages (JSPs) that render and deliver instructions in VoiceXML form. The VCS parses the VoiceXML and instructs call handling (answering, bridging, disconnecting calls), media management (playing greetings, prompts, and messages using cached voice files and text to speech), and caller input (collect touch-tone digits, perform speech recognition).VoiceXML enables a voice application to drive an interaction with a caller in the same way that it would interact with a desktop web browser to render a screen and react to keyboard or mouse input.As with the desktop browser, any changes to the voice application on the Web Server become effective the next time a page is requested. Automated Speech Recognition GVP incorporates pre-built ASR interfaces for use in speech-enabled voice applications.The GVP ASR architecture is designed to allow communication through standard Ethernet networks of 100Mbps or more. 4
  6. 6. Genesys Voice Portal Discover the Power of Voice The primary ASR components of GVP are: • ASR Software – Processes that run on the VCS and handle ASR related tasks. • ASR Package – A package that is specific to each voice application. It consists of the complete set of files required to run an ASR voice application including the grammar, dictionary, parameter settings, and prompt files.The VCS manages the ASR Package. • ASR Application Related Prompts – The prompt files that are played during the execution of the ASR voice application.This is also voice application specific. ASR SpeechWorks SpeechWorks components run on the VCS with "in the skins" option (OpenSpeech Server-enabled client-server configuration). least busy recognition server. If a VCS needs to compile a grammar at run time, the ASR Resource Manager sends the grammar to the ASR Compilation Server.The complied grammar is stored in the ASR database and is fetched by the ASR Recognition Server when needed. Text-to-Speech GVP includes interfaces for incorporating third party text-to-speech technology for use in voice applications. GVP currently supports SpeechWorks Speechify. The API that interfaces with the TTS software is referred to as the TTS Server. Both the TTS Server and the SpeechWorks Speechify TTS software are installed on the VCS. The VCS communicates with the TTS server through HTTP. GVP integrates with SpeechWorks OpenSpeech Recognizer (OSR) version 1.1 that resides on a single server and includes: • OSR Client/Server - Provides programmer-level APIs for ASR and performs speech recognition by collecting speech samples and directing them to internal resources for recognition and interpretation. It provides automated grammar caching, compilation services for the voice application and caches compiled grammars. • OSR License Manager - Runs as an external process on the VCS. The TTS Server can convert TTS in real time or batch modes. In real time mode, text is converted to speech and directly streamed back to the client. In batch mode, the converted text is posted to a specific URL at the end of conversion. ASR Nuance All Nuance components run on the VCS.These components, or processes, are referred to as "servers" by Nuance. GVP supports Nuance version 8.0 with the appropriate service pack. Configuration Management Environment Centralized configuration and management of Genesys Voice Portal is enabled in the Genesys environment through the integration with Configuration Management Environment (CME). Using Configuration Manager, a graphical user interface application, administrators can control resources and make real-time updates. The Nuance component running on the VCS contains the following five processes: • ASR License Manager – Provides the run time licenses for the Nuance processes. • ASR Client – Provides programmer-level APIs for ASR. It collects speech samples and directs them to recognition resources for recognition and interpretation. • ASR Recognition Server – Performs the actual speech recognition and is available in multiple languages.This server contains pre-loaded grammars and each server can have a different set of grammars. The ASR Recognition Server is configured at the time of installation.Again, this "server" is loaded and runs on VCS. • ASR Compilation Server – Provides the compilation service to the voice application and stores complied grammar in a database. • ASR Resource Manager – Distributes recognition tasks from ASR Clients across available ASR Servers and performs load balancing by assigning tasks to the INTEGRATION WITH THE GENESYS PRODUCT SUITE GVP takes advantage of the existing Genesys Framework to interface with various components of the Genesys product suite. The integration between GVP and other Genesys components is via the Genesys I-Server. Genesys I-Server The Voice Communications Server includes an I-Server client that communicates with a Genesys I-Server process running on a remote host.When GVP is configured in front of the switch, I-Server is informed of new calls arriving at the VCS as well as the termination of existing calls. In a behind the switch configuration, the Genesys I-Server is contacted at call setup to furnish the ANI and DNIS of the incoming call so that the correct voice application can be identified. In either case, I-Server is able to control the VoiceXML scripts that are executed by the VCS. VCS relays call data to I-Server and I-Server is able to orchestrate the transfer of the call to the appropriate agent as necessary. Call information along with any data associated with the call, is passed to the Genesys I-Server. I-Server transmits the information to other elements of the Genesys suite for integrated call handling and management including: 5
  7. 7. Genesys Voice Portal Discover the Power of Voice Integration with the Genesys Management Layer The Management Layer of the Genesys Framework includes a Solution Control Interface (SCI) that allows administrators to centrally manage, monitor and manually start/stop all GVP processes. SCI provides the user’s view into the Management Layer. A single source for OA&M reduces overall operations, maintenance and training costs while expediting reaction to system failures. Since this is a familiar tool to administrators who are comfortable with Genesys Framework, integration of GVP into operating procedures is routine. Integration with the Genesys Reporting Layer The Reporting Layer of the Genesys Framework provides a foundation for real-time and statistical historical reporting. The Reporting Layer consists of Call Center Pulse for integrated real-time reporting and monitoring and Call Center Analyzer for integrated historical reporting and analysis allowing call data to be associated with specific call records. The Telera I-Server client will provide call information in the form of key/value pair attached data to enable Genesys real-time and historical reports. In a GVP controlled call flow, the self-service phase of the call can continue without I-Server assistance.The I-Server is contacted once the call is queued by the voice application using the TXML QUEUE_CALL tag. The I-Server is always notified of call arrival and the hang-up of events for reporting purposes. In a Call Router controlled call flow, the self-service phase cannot continue without I-Server assistance. The GVP will wait for the URS to instruct which voice application to execute. Route Request This feature allows the voice application to park a call on the GVP and issue a request to the Genesys Framework for identifying a target where the call can be transferred. The voice application makes the request using the TXML QUEUE_CALL tag. Transfer of CED When a voice application queues the call, the voice application can send Caller Entered Digits (CED) via the QUEUE_CALL TXML tag. The CED can also be transferred using the SCRIPT_RESULT tag when the call flow type is 'Call router controlled call flow'. Integration with Genesys Universal Routing Server (URS) The VCS integration with Genesys I-Server allows URS to control voice application treatment, perform call transfers and gather reporting information. Genesys I-Server passes call information and attached data to the Genesys URS enabling enhanced, cost-effective call routing. Launching of routing strategy on URS This feature allows a voice application to specify the RouteDN based on the CED.The RouteDN is utilized by the URS to launch different routing strategies, or routing scripts. The routing strategy contains the logic to control how the call is handled. Integration with Genesys Workflow and Workforce Management The Workforce Management solution is a multi-media resource planning tool which optimizes the scheduling, forecasting and adherence capabilities for a workforce handling any combination of voice and Internet-based transactions. The Workflow solution helps manage the lifecycle of a customer interaction from initial contact through fulfillment – regardless of how the customer chooses to communicate with the business. Call transfer The voice application can transfer the call by providing a phone number. The transfer can be invoked either via the VoiceXML Transfer tag or the TXML CREATE_LEG_ AND_DIAL tag. A voice media channel for the Genesys Universal Queue Genesys Universal Queue allows a business to route all incoming customers, regardless of contact media, to a single, integrated media queue. This gives the customer a single point of contact with the company, and the company a common view of the customer optimizing each interaction. Integration Features As a result of the GVP integration with Genesys Framework, various contact center features are made available. Call flow types GVP, working with the Genesys Framework, can support both GVP controlled and Call Router controlled call flows. Whisper The whisper feature allows the voice application to perform a whisper on the agent leg before the caller and the agent legs are bridged.This feature is available for "in front" of the switch GVP configurations when the voice application performs a VoiceXML transfer and bridging is not used. IVR Take Back This feature allows control to be returned to the voice application after the caller has finished speaking to the agent. This feature is available for "in front" of the switch only GVP configurations when the voice application performs a VoiceXML transfer and bridging is not used. STANDARDS SUPPORTED GVP is a pure software solution that does not rely on proprietary programming languages or hardware. It complies with the latest industry standards as well as emerging stan- 6
  8. 8. Genesys Voice Portal Discover the Power of Voice dards from organizations such as the Internet Engineering Task Force (IETF), the International Telecommunications Union (ITU) and the World Wide Web Consortium (W3C). Supported standards include: • VoiceXML 1.0 and 2.0 (latest public working draft) • HTTP for all inter-server communications • TCP/IP and UDP protocols • SNMP manageability for both hardware and software processes • ISDN for PRI • Robbed-bit (in-band signaling) Future releases of GVP will support the following IETF standards: • Session Initiation Protocol (SIP), an application layer control protocol used to establish and terminate calls between one or more endpoints in an IP-based network – RFC 2543bis • Real Time Transport Protocol (RTP), providing end-toend network transport functions suitable for applications transmitting real-time data – RFC 1899 • RTP Payload for DTMF Digits,Telephony Tones and Telephony Signals – RFC 2833 • Session Description Protocol (SDP), describing multimedia sessions for the purposes of session announcement and multimedia session initiation – RFC 2327 • SIP INFO Method, allowing for the carrying of session related control information that is generated during a session – RFC 2976 • Draft-ietf-session-sip-timer, allowing for a periodic refresh of SIP sessions through a re-INVITE.The refresh allows both user agents and proxies to determine if the SIP session is still active. • Draft-rosenberg-sip-app-components-01, supporting decomposition of the application server into two components – a media server that handles the media component, and an application server that handles the call control, data, and signaling. APPLICATION DEVELOPMENT The skill set needed to write GVP applications is essentially the same as that for writing any Web application, with the additional consideration of the target user interface (audio vs. visual). Development does not require knowledge of proprietary languages or telephony-related functions such as DID/port allocations or call handling. GVP’s web-driven development platform allows businesses to leverage existing web development expertise as well as any existing webbased integration with backend systems. Furthermore, businesses may be able to re-purpose application code, business logic and software that is currently used in conjunction with its online applications. Development Language Voice applications written for use on GVP must be written in the nonproprietary coding language of VoiceXML. GVP supports both the W3C standards for VoiceXML 1.0 and VoiceXML 2.0 (April 25, Last Working Call submission for the VXML 2.0 submission to the W3C – http:// GVP also supports XML tag extensions to assist in the sophisticated call control requirements of many voice applications.These tags include advanced functionality such as leg creation, dialing, bridging, queuing, carrier-specific integrations, etc. Furthermore, the tag extensions allow integration of a web application that drives media interactions with an intelligent call router such as Genesys URS. For instance, they allow the voice application to communicate collected information to the intelligent call router for use in an agent screen pop. GVP can intersperse TXML and VoiceXML pages. While the use of VoiceXML greatly increases portability between VoiceXML compliant platforms, it is important to be aware that some companies have taken shortcuts, not implemented certain features, or changed the VoiceXML standard according to what they see appropriate. It is also prudent to understand that a complex VoiceXML application that is built for one platform is unlikely to work unchanged on another platform. VoiceXML applications can be developed using the Genesys Studio GUI tool. Or, they can be written in native VoiceXML using any VoiceXML 2.0 development tool or be written manually using a standard text editor. Developer Tools The GVP product suite provides a VoiceXML application development tool called Genesys Studio. Genesys Studio is a Windows-based GUI tool that is used to build and test voice applications using a "drag and drop" paradigm. In this paradigm, developers can arrange, add and delete functional blocks – such as start, stop, prompt and menu – in the main window. The blocks are then connected to build the call 7
  9. 9. Genesys Voice Portal Discover the Power of Voice flow for the voice application. Once the code is generated, an Active Server Page (ASP) or Java Server Page (JSP) file is created for each block. The tool is designed for beginners and programmers who are accustomed to Integrated Development Environments (IDEs). Genesys Studio supports touch-tone and ASR voice applications, as well as provides a common mechanism to link to databases. In addition to Genesys Studio, the VPM also provides a tool that allows developers to capture caller "utterances" for tuning of ASR voice applications. Genesys Studio also includes a code tracing feature that aids in voice application debugging. Application Deployment Once a voice application has been debugged and is ready for deployment, it can be configured for actual use through the Configure to Go Live feature of Genesys Studio. When using Genesys Studio, voice applications are automatically registered to the VPM. Users are prompted to enter information such as the toll free number associated with the application, the fail over number and a backup voice application URL. Voice applications that are written in native VoiceXML require the developer to load the VoiceXML files onto a standard web server and then use the Genesys Voice Portal Manager to associate the toll free number with the start page’s URL. ADMINISTRATIVE TOOLS Through the tight integration with Genesys Framework, Voice Portal can be centrally configured in the Genesys Configuration Management Environment. Genesys management tools such as the Solution Control Interface can start, stop, auto-restart and control the status of GVP components as well as provide a view into logs. Voice Portal Manager In addition, GVP provides a Voice Portal Manager (VPM), which includes a configuration GUI that is accessible via Internet Explorer. VPM provides the ability to configure voice applications and administer solution components. It also provides diagnostic tools. VPM allows: • Configuration of system features • Configuration of voice applications including the ability to add a new voice application, edit voice applications or delete voice applications. • Enabling of voice applications • Viewing of various operational logs • Ability to view status of Advanced Speech Recognition (ASR) engines • Ability to view status of Text to Speech (TTS) engines • Ability to view connectivity with Genesys I-Server • Ability to view connectivity with voice application Web Servers • Ability to access the Dialogic diagnostic software • Diagnostics to analyze and test the GVP • Ability to capture caller "utterances" for tuning of ASR voice applications • Ability to view the active calls on GVP Multiple local or remote servers can be configured from a single VPM or multiple VPMs based on user preference. In addition, when separate Web Servers are used to host the voice applications, they too can be configured using VPM. Voice Communications Server Within the VPM GUI is a link to administration GUIs for each of the VCSs that are configured for the GVP. These GUIs can be accessed from any computer that has http connectivity to the VCS. They allow the user to monitor VCS performance and perform diagnostics including connectivity tests. GVP CONFIGURATIONS There are three basic GVP configuration options: Single Voice Communications Server In this basic configuration, there is only one Voice Communication Server (Host1). The VPM is co-resident on the VCS. A separate Web Server hosts the voice applications and can host the Genesys Studio software. Multiple Voice Communications Servers The VPM is co-resident on one of the VCSs (VCS Host 1). The other VCSs rely on access to the VPM on VCS Host 1. This implies that the VPM components on VCS Host1 must be active even if the VCS processes on VCS Host1 are down. A separate Web Server hosts the voice applications and can also host the Genesys Studio software. VCSs can be physically distributed across sites for high reliability.All VCSs are managed by the centralized Voice Portal 8
  10. 10. Genesys Voice Portal Discover the Power of Voice Manager. The combination of distributed voice processing nodes and centralized application and configuration management eliminates duplication that is typical in traditional IVR solutions, resulting in significant cost and time savings to business customers. Multiple Voice Communications Servers with Dedicated Voice Portal Manager The VPM is resident on a dedicated host (VPM Host).The VCS hosts access the VPM independently. Therefore, the VCS host can be down for maintenance without impacting the other VPM hosts’ access to VPM. A separate Web Server hosts the voice applications and may host Genesys Studio software. NETWORK DEPLOYMENT OPTIONS GVP can be positioned as a solution "in front" of the premises switch (calls will be terminated directly into GVP from the PSTN) or "behind" a premises-based switch configuration. Both in front and behind the switch configurations can be deployed in a single or multi-site environment. Additionally both have universal port capability – meaning that a call received on any physical port can access any configured voice application. cation treatment, call transfer and gain reporting information. II Behind the Switch In this configuration the GVP only receives incoming calls that are directed to the VCS by an enterprise PBX. It is the PBX that directly interfaces to the PSTN. When a call arrives from the PSTN, the PBX performs the necessary signaling hand-shakes to accept the call. The call is then switched (by the PBX) to the VCS. In this deployment, the VCS is also integrated with Genesys I-Server within Genesys Framework. I-Server provides the VCS with ANI and DNIS information so that the correct voice application can be identified. At the end of the voice application call flow, if the call needs to be routed to an agent, the VCS again contacts the I-Server to transfer the call to the appropriate agent. RELIABILITY High reliability is achieved via physically distributed Voice Communications Servers. In a distributed GVP deployment, the VCSs are daisy-chained for automatic server-toserver overflow. In the event of a busy condition or server failure, calls can hunt transparently and automatically to the next server. If all ports at all VCSs are busy, calls can fail over to a predetermined backup location. GVP ports are universal in that any port can handle any call application.This enables businesses to employ cost-effective redundancy since the capacity needed to recover from a single server failure is greatly reduced. VCS components are monitored by a Watchdog process that automatically restarts failed processes and alerts the enterprise Network Management System (NMS) through an SNMP trap. The Watchdog process resides on the Voice Portal Manager and includes a user interface to allow the manual stopping and starting of any VCS component. I In Front Of the Switch In this deployment, the VCS directly interfaces to the PSTN. Incoming calls terminate directly on the VCS where the voice application treatment occurs. ISDN protocols in North America and ISDN or CAS protocols in the rest of the world are used for signaling between the PSTN switch and the VCS. Use of ISDN enables the VCS to ascertain the ANI and DNIS of the incoming call.The DNIS enables the VCS to identify the desired application. If agent assistance is needed,VCS instructs the PSTN switch (using takeback and transfer capabilities) to route the call to the correct destination.The VCS is integrated with Genesys Framework so that the Genesys Universal Call Router can control voice appli- Communication between the VCS and Voice Portal Manager is via HTTP. VCSs can access locally stored configuration information for each of the applications from local cache. This information is accessed in the unlikely event of a loss of connectivity with the Voice Portal Manager. In this case, the VCS will automatically accept the call and complete it using the stored backup termination number. In a large-scale GVP solution, a caching appliance plays an indispensable role in providing efficient communications between a VCS and the Web Server in which the voice application resides. In a smaller-scale GVP implementation, such as when the Web Server is collocated with one of the VCSs, the need for a caching appliance on every VCS is not required. Application reliability is achieved via deployment of a 9
  11. 11. Genesys Voice Portal Discover the Power of Voice backup Web Server. Through the Voice Portal Manager, multiple Web Server hosts can be configured. The order in which each Web Server is contacted is also provisioned in the Voice Portal Manager. In the event that none of the Web Server hosts can be contacted in a reasonable time period, the VCS can automatically reroute the call to a backup number, typically terminating at a customer premises or contact center. OFF-THE-SHELF HARDWARE Recommended hardware The following hardware is recommended for a GVP installation: Component CPU Hard Drive Value Dual Intel Pentium III CPU, minimum 1.4Ghz Two 10K RPM 18Gb with RAID 1 Memory 2 GB for dual CPU configuration F1 Boot Prompt BIOS Setting Disabled REQUIRED SOFTWARE The following software is required for a GVP installation: Genesys • Genesys GVP software (available on a CD from Genesys) • Genesys Framework including I-Server Windows • Windows 2000 Server with Service Pack 2 • Internet Explorer 6.0 + • MSXML 4.0+ • Windows 2000 Components: - Internet Information Server (IIS) > Common Files - Internet Information Server (IIS) > File Transfer Protocol (FTP) Server - Internet Information Server (IIS) >Internet Information Server Snap-in - Internet Information Server (IIS) > World Wide Web Server - Management and Monitoring Tools > Simple Network Management Protocol • Windows time service • Telnet service Telephony The following Dialogic telephony hardware is required: • Dialogic DM/VA series card.There is also a DM/VA driver which is shipped with the GVP installer discs. • SpeechWorks OSR 1.1 • Nuance 8.0 Note:This software is distributed with the Genesys CDs. Text to Speech The following software is required if text-to-speech software is used: • SpeechWorks Speechify 2.13 Note:This software is distributed with the Genesys CDs. Miscellaneous • WinZip, PKZip or any other un-zipping program Recommended third party software It is recommended that the GVP components run with the following third party network management software: • PC AnyWhere version 10.0 CONCLUSION GVP is a powerful premises-based voice processing solution for both medium and large-scale enterprises. Since the solution is based on open standards, GVP offers flexible deployment options and multiple other advantages over traditional, proprietary IVR systems. GVP offers a unified development environment for web and voice applications, allows centralized management of a distributed platform and offers investment protection with smooth, incremental migration to VoIP. These advantages translate into reduced capital spending, reduced operations staff, new revenue opportunities and accelerated time to market. Key GVP Advantages • Separates application logic from voice processing – applications can be centrally managed and updated. • Utilizes off-the-shelf hardware. • Leverages VoiceXML 2.0 and standard web programming (ASP, JSP, Java). • Provides tight integration with Genesys product suite. • Supports SpeechWorks OSR, Nuance ASR and SpeechWorks Speechify TTS. • Allows web investments to be extended to the telephone including application code, personalization software and back-end integrations. • Designed to take advantage of modern web standards including distributed applications, personalization tools, caching, audio techniques, security and networking. • Supports migration from TDM to VoIP. Speech Recognition The following software from SpeechWorks or Nuance is required if speech recognition software is used: 10
  12. 12. Genesys Corporate Headquarters 2001 Junipero Serra Blvd Daly City, CA 94103 Telephone: +1 415.437.1100 Facsimile: +1 415.437.1260 Web: E-mail: Genesys Asia Pacific Genesys Australia Genesys Canada Genesys Europe/Middle East Genesys Japan Genesys Latin America Telephone: +65 538 9886 Telephone: +61 2 9463 8500 Telephone: +1 506 658 1080 Telephone: +44 118 974 7000 Telephone: +81 3 5649 6821 Telephone: +1 305 789 6660 All other company and product names mentioned are used for identification purposes only, and may be trademarks of their respective owners. Copyright © 2002 Genesys Telecommunications Laboratories, Inc. All Rights Reserved